System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment
US-2015312413-A1 · Oct 29, 2015 · US
Virtual call center manager
US9106749B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9106749-B2 |
| Application number | US-39844109-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 5, 2009 |
| Priority date | Mar 5, 2009 |
| Publication date | Aug 11, 2015 |
| Grant date | Aug 11, 2015 |
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- Title
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Abstract
Official abstract text for this publication.
An approach is provided for providing a virtual call center by receiving a request for service from a user (e.g., subscriber) and staffing the virtual call center with virtual agents selected based on the service requirements of the user and the rich presence information of the virtual agents. The rich presence information includes a skill set of the virtual agent, presence status of the virtual agent, location of the virtual agent, calendar information of the virtual agent, communication capability of the virtual agent, mobility of the virtual agent, or a combination thereof.
First claim
Opening claim text (preview).
What is claimed is: 1. A method comprising: receiving by a communication interface a request from a user to establish a service on behalf of the user; determining by a processor one or more service requirements of the user for the service based on the request; selecting by the processor a virtual agent among a plurality of virtual agents based on a customer of the user contacting the user and requesting the service, and rich presence information of the virtual agents; and de…
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Classifications
- H04M3/5233Primary
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9106749B2 cover?
- An approach is provided for providing a virtual call center by receiving a request for service from a user (e.g., subscriber) and staffing the virtual call center with virtual agents selected based on the service requirements of the user and the rich presence information of the virtual agents. The rich presence information includes a skill set of the virtual agent, presence status of the virtua…
- Who is the assignee on this patent?
- Schultz Paul T, Sartini Robert A, Mckee Martin W, and 1 more
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5233. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Aug 11 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).